For those of us who’ve spent any time arguing with customer service chatbots or screaming “REPRESENTATIVE!” to an interactive voice response (IVR) line, the hype around generative AI improving customer experience might seem hard to believe. Sure, ChatGPT can do some impressive things, but do we really think AI can make the painful process of dealing with our insurance companies, wireless carriers or utilities any easier? The answer is yes, but not by building a better bot.

This presentation will explore how the real breakthrough created by GenAI is making the entire operation smarter and more personalized, so there are fewer reasons to deal with customer service in the first place.